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Internet

What sort of things can affect performance?

 

Is it slow Wi-Fi?

A number of things can affect speeds when connected via Wi-Fi, these include:

  • Distance from the modem

  • Too many devices connected at the same time

  • Your surroundings

    • Brick or concrete walls

    • Iron girders

  • Overlapping signals in high density dwellings, such as apartments, flats and units

  • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

Possible fixes:

  • Try and place your modem in a central location

  • Keep your modem away from other electrical devices

  • Consider a Wi-Fi extender

  • Change your Wi-Fi channel

 

Is it too many devices?

Having a lot of devices connected to your home network can affect its performance, especially when streaming video at the same time, or performing other data intensive tasks, these devices include: 

  • Tablets

  • Mobile phones

  • Gaming consoles

  • Smart TV's

  • Set-top boxes

Possible fixes:

  • Ensure that devices are disconnected when not in use

  • Ensure that your devices are up to date, older devices can run slowly even on a fast connection

 

What's running in the background?

A background application is often run automatically, they can use up a lot of your speed, without you knowing it.

Some background applications include: 

  • Computer, Tablet or Phone updates

  • Cloud storage services

  • Automatic gaming updates

  • Other data intensive programs that may be in use, such as file sharing

Possible fixes:

  • Set a bandwidth limit for updates or file sharing

  • Schedule updates later or earlier in the day

 

Is my Wi-Fi secure?

Did you know that modems can send Wi-Fi signals up to 30 meters away?

If you are unsure:

  • Keep you Wi-Fi password secure and change it regularly

  • Hide your SSID

 

If you are still experiencing speed issues, please follow this troubleshooting guide.

 

​Basic Troubleshooting Guide

 

Before you start:

  • Power cycle your hardware, this can fix basic connection issues.

  • Check your Account Balance. If it is overdue, your service may be restricted.

  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check all devices

  1. Make sure your internet service is already activated, you will receive an SMS notification once your service has been activated.

  2. Make sure all cables are connected as shown here in the setup guides.

 

New to Dodo, or moved your service to a new address.

  • It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

 

These lights on your modem should be all on

Modem_Lights

 

Step 2: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Step 3: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders

  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.

If you're about to move house, taking your services with you is quick and easy.

What do you need to do?

To ensure that we can get your services up and running as quickly as possible, please log in to My Dodo and raise a Support Request by clicking the “Support Request” quick link and choosing the “I am moving” option. Remember to provide your new address and preferred connection date.

We'll have to check a couple of things:

  • When are you moving?

  • What is your new address?

  • What plans are available at the new address?

 

Bundle discount offer?

Consider connecting to a Dodo Power and Gas plan energy for additional great savings!

Click here for more information on energy bundle discounts.

 

Related

How long does it take?

What’s involved in moving my service?

Are there any moving fees?

Will I need to be home when you connect my new address?

Basic Troubleshooting Guide

 

Before you start:

  • There are a number things that can cause drop-outs, click here to find out more.

  • Power cycle your hardware, this can fix basic connection issues.

  • Check your Account Balance. If it is overdue, your service may be restricted.

  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders

  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Step 2: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.

Optimising your Wi-Fi

 

Set-up

Your Wi-Fi modem should be placed in a central location, clear of obstructions and away from other electrical devices that may cause interference.

A number of things can affect your Wi-Fi connection, including;

  • Distance from the modem
  • Too many devices connected at the same time
  • Your surroundings
    • Brick or concrete walls
    • Iron girders
  • Overlapping signals in high density dwellings, such as apartments, flats and units
  • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

If you suffer from low quality signals and are unable to change the modem position, you can try using a Wi-Fi extender to boost the range of your modem’s wifi signal or change the Wi-Fi channel on your modem.

 

Securing your Wi-Fi

To keep your Wi-Fi safe and secure, its best practice to use a password:

  • Use a mix of lower and uppercase letters plus numbers and punctuation and change it regularly

For extra security, refer to your modem instructions to hide your SSID.

 

Is it too many devices?

The number of connected devices to your home Wi-Fi can affect its performance, especially when those devices are streaming videos or connected to online games.

If you are experiencing performance issues, try disconnecting devices when not in use to see if it improves.

Also make sure that your device software is up to date, older versions can cause devices to run slowly even on a fast connection.

Protecting Yourself

 

While Online Scams, Phishing and Malware can seem a bit scary, there are a number of things you can do to minimize the risks, and protect yourself.

 

Anti-Virus software:

Install an anti-virus software program, and make sure you keep it up to date. Anti-virus software can help to protect from many types of malware.

To learn more about anti-virus software visit the Australian Cyber Security Centre

 

Simple rules to follow:

Following a few simple rules will help to protect you.

  • Use strong password logins for your devices, as well as any online accounts and services you may use.

  • Keep your devices, programs and operating system up to date to prevent possible exploit attacks.

  • If using a home Wi-Fi network, have a strong password and update it regularly.

  • Avoid doing online banking or other tasks that require personal information when using public computers or Wi-Fi hotspots.

  • Be on the lookout for emails asking for personal information, even if they look genuine.

  • Never open email attachments from a source you don’t recognise or are ensure of.

  • Avoid downloading suspicious files when online.

 

Other useful links:

Australian Competition and Consumer Commission:

Protecting yourself from scams

 

Scamwatch:

Protect yourself from scams

 

 

Back to Internet Safety & Security

Basic Troubleshooting Guide

 

Before you start:

  • Check that your plan speed meets your needs. Click the here to view our nbn facts sheet.

  • There are a number things that can affect your speeds, click here to find out more.

  • Power cycle your hardware, this can fix basic connection issues.

  • Check your Account Balance. If it is overdue, your service may be restricted.

  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check your speed

  1. Close all running programs and activities

  2. Check your nbn™ speed at speedtest.net. The recommended minimum speed for streaming sites is 3Mbps.

 

Step 2: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders

  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Step 3: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.

To connect your modem via Fibre to the Node or Fibre to the Basement, follow the steps below:

  1. Ensure that your modem is plugged in and turned on.
  2. Locate your main telephone socket
  3. Connect the telephone cable to the DSL port as shown below
FTTN FTTB

Wait for the modem to connect to the nbn, the “internet” indicator on your modem will illuminate when ready.

Your modem should connect automatically, however in some instances you may need to power cycle your modem, or log into your modem and update the settings below:

  • Connection type: PPPoE
  • Username: "email address used on signup"
  • Password: dodointernet
  • VLAN: Not required/NA

To connect your modem via Fixed Wireless or Fibre to the Premises, follow the steps below:

  1. Ensure that your modem is plugged in and turned on.
  2. Locate your nbn™ Connection Box
  3. Connect the Blue Ethernet cable as shown below
FTTP FW

Wait for the modem to connect to the nbn, the “internet” indicator on your modem will illuminate when ready.

Your modem should connect automatically, however in some instances you may need to power cycle your modem, or log into your modem and update the settings below:

  • Connection type: PPPoE
  • Username: "email address used on signup"
  • Password: dodointernet
  • VLAN: Not required/NA

To connect your modem via Hybrid Fibre Coaxial or Fibre to the Curb, follow the steps below:

  1. If it’s not already setup, connect your nbn™ connection box.
    • Click here if you have a black nbn connection box.
    • Click here if you have a white nbn connection box.
    • If you don't have either, you'll need to log a request via My Dodo
  2. Ensure that your modem is plugged in and turned on.
  3. Connect the Blue Ethernet cable as shown below

 

HFC FTTC

Wait for the modem to connect to the nbn, the “internet” indicator on your modem will illuminate when ready.

Your modem should connect automatically, however in some instances you may need to power cycle your modem, or log into your modem and update the settings below:

  • Connection type: PPPoE
  • Username: "email address used on signup"
  • Password: dodointernet
  • VLAN: Not required/NA